Senior AI Product Manager, Inbound & Conversational

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people. What you get to do in this role: Own the roadmap, vision and requirements for conversational AI features. Turn customer feedback into product improvements and roadmap priorities. Guide product strategythatsets us up for success as welook to growto $10B+ inrevenue Communicateproductprioritiesand buildconsensus Assume leadership responsibilities as anaccountable owner who is committedto the outcome regardless of the role ororganizationalboundaries Work withmultipleteamstoguideprojectsthroughdevelopmentand bring high-quality products to life Integrate usability studies, research and market intelligence into product requirements to enhance user satisfaction Communicate complex problems into easily understood requirements and provide solutions Develop multi-modecommunications that convey a clear understanding of the needs of different audiences Guide the promoting of efforts across different groups of team members, along with the ability to influence inside and outside of your team Create clear PRDs, epics, stories, acceptance criteria, and success metrics. Steer AI features including: Disambiguation and clarification AI Processing and progress messages Document and multimodal experiences Slot filling and information collection Feedback intelligence Fallback and error experiences Identify and prioritize feature gaps across AI orchestrators. Partner with engineering and design to deliver effective end-to-end customer experience. Define testing, telemetry, quality, and performance requirements. Support strategic customers, pilots, go-lives, and product escalations. Coordinate dependencies and guidance across multiple teams To be successful in this role you have: Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-derived insights, or exploring AI's potential impact on the function or industry. 12+ years of software or enterpriseproductmanagement experience Strong prioritizationskillsandthediscipline to focus on highimpactactivities Experience defining andcapturingproductrequirementsandtransforming them intoaproduct roadmap Deep curiosity about customerneeds and a track record inbuilding customer relationshipsand delivering customer-centric solutions Strong understanding of conversational AI, generative AI, agentic systems, or related technologies. Experience being an enterprise customer or supporting enterprise customers through pilots, UAT, go-live, stabilization, or critical escalations. Experience designing evaluation datasets, conducting comparative AI evaluations, and interpreting model-quality results. Understanding of retrieval, knowledge bases, citations, prompt engineering, context engineering, and conversational orchestration. Familiarity with design and collaboration tools such as Figma and Miro, and product-planning systems Experience with enterprise AI products, including ServiceNow or similar Virtual Agent, Search, or AI Agent solutions. FD21 Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact View email address on click.appcast.io for assistance. 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